Emotional and Cultural Intelligence - D082

A company that has many employees who are about to retire in the next few years is looking to recruit recent college graduates. According to Kohlberg, what can be expected of the employees' sense of ethics in the company?

- Will change *According to Kohlberg, the sense of ethics of a person changes from time to time. Therefore, the employees' sense of ethics will change when younger people are recruited due to the differences of their beliefs when it comes to ethical values.

How does the ability to understand the concept and process of self-regulation benefit an individual?

-It helps a person understand their triggers. *With self-regulation, a person learns what their triggers are and how they occur.

What is ethics?

- Principles that govern behavior.

What is a social enterprise?

- A business that uses its profits to fund mostly social programs.

What is an example of sympathy?

- A feeling of sorrow for another person *Sympathy is feeling pity, compassion, or sorrow for the hardships that another person encounters.

What are stakeholders?

- Someone who has an interest or concern with one or more aspects of a business.

What is Validation?

It is the next to last, or seventh, step in the Change Management process. *Treat the other with respect and show that you are flexible and willing to collaborate. Specificity: Avoid overgeneralizations or speaking about extremes. Do not use absolutes like never or always.

A group of coworkers are discussing the recent termination of a couple of colleagues. Which response reflects empathy?

"They have families to support and this has to be very stressful for them." *Empathy means the ability to understand and share the feelings of another person. Empathy focuses more on the other person's feelings and experience in that situation rather than focusing on self. Specifically, an empathetic person offers a listening ear, not unsolicited advice.

What are the five C's?

- Context—Where is the communication happening? Under what conditions? Someone who is crying at a wedding is in a very different frame of mind than someone crying in the breakroom with a piece of paper in their hand. - Clusters—When a person wants to make a point, it will often be accompanied by more than one gesture, including facial expressions (however slight). - Congruence—Do a person's words match the tone of voice? If someone is assuring you they are all right but wiping their hands nervously on their pants, there is probably a certain amount of distress. - Consistency—Everyone has certain patterns, which are typically consistent across time. Maybe Helena usually has her arms folded for no other reason than that she is most often cold in the office. - Culture—Do not forget that culture plays a very large role in communication and defines what is acceptable in terms of gestures, tones, and words.

What are the 6 stages of the Kohlberg's theory?

Level 1: Pre-conventional morality Stage 1: Obedient behavior driven by avoiding punishment Stage 2: Behavior driven by self-interest and rewards Level 2: Conventional morality Stage 1: Interpersonal behavior driven by social approval Stage 2: Behavior driven by obeying authority and conforming to social order Level 3: Post-conventional morality Stage 1: Behavior driven by balance of social order and individual rights Stage 2: Behavior driven by internal moral principles *It is important to note that Kohlberg's theory relates to the way people think they ought to behave. However, sometimes people do not do what they said they would. In general, though, your sense of morality does change over time and, as Kohlberg notes, tends to grow from self-centered thinking to conforming and obeying authority to behaving according to your internal compass, balancing the social order and individual rights. Thus, a 30-year-old employee will have a different sense of ethics than a 50-year-old. Individuals who are leaders within an organization are called upon, whether implicitly or explicitly, to be role models and that includes ethics.

No two companies will approach social responsibility in the exact same way. What are several common approaches?

- Corporate social responsibility - Microfinance - Venture philanthropy - Sustainable business practices - Community development - Social enterprises

A manager wants to convey a professional demeanor in an email to a potential client. The manager reviews established best practices for email communication and adjusts part of the communication plan. Which change can be made to meet this goal?

- Keep the email short and to the point. *Professional emails should be efficient in their message. They should be easy to read, and the main points should be easily identifiable.

A potential customer complains to an employee that they feel their needs are not being heard or addressed. Which communication principle should the employee use to resolve this issue?

- Validation *Validation is the principle of supportive communication that lets the recipient know that they and their positions are respected and that collaboration is possible.

Which mindfulness practice helps develop emotional intelligence (EI)?

-Noticing breathing *A focus or concentration on breathing is a key concept in practicing mindfulness that develops emotional intelligence.

What is self-awareness?

1. Emotional Awareness 2.Accurate self-assessment 3.Self-confidence - Denotes the ability to know yourself and understand your feelings

What Is Emotional Intelligence?

Emotional intelligence is a relatively new concept. It should not be confused with cognitive intelligence. While cognitive intelligence denotes skills associated with problem-solving and understanding information, emotional intelligence is more subtle

What is sympathy?

- A feeling of sorrow or pity because of someone else's misfortune. It is not equivalent to sharing the other's emotional experience.

What is Venture philanthropy?

- A form of investment that uses various techniques and theories from venture capital finance and strategic business management to assist with achieving philanthropic objectives.

As people grow into adolescence and beyond, they are asked to be more discerning about which behaviors are right and wrong. Psychologist Lawrence Kohlberg built upon Piaget's theory of cognitive development. Kohlberg believed that moral development, similar to cognitive development, follows a series of stages. What are the different series of stages?

Level 1: Pre-conventional morality Stage 1: Obedient behavior driven by avoiding punishment Stage 2: Behavior driven by self-interest and rewards Level 2: Conventional morality Stage 1: Interpersonal behavior driven by social approval Stage 2: Behavior driven by obeying authority and conforming to social order Level 3: Post-conventional morality Stage 1: Behavior driven by balance of social order and individual rights Stage 2: Behavior driven by internal moral principles

A manager has learned that a local homeless shelter needs to raise funds to care for the hundreds of new families that are housing and food insecure. The manager understands how important it is to support families in the community and decides to engage company employees in a corporate social responsibility program in support of the homeless shelter. What are the steps in the order that the manager should take?

Step 1 - Create awareness of an issue * This means bringing attention to the issue Step 2 - Identify champions for Responsibility * This creates a core group of participants Step 3 - Raise company consciousness * This engages all company members in the issue Step 4 - Positively impact stakeholders * This is the benefit of corporate social responsibility

What is personal ethics?

- A person's belief structure about what is morally right and wrong.

A manager is concerned about the litter along the county's highways and decides to sponsor roadside cleanup because the manager understands that everyone plays a role in creating a clean and healthy environment. How will this decision contribute to corporate social responsibility?

- Acknowledging stakeholders * Acknowledging stakeholders is an important part of corporate social responsibility. By sponsoring roadside cleanup for the county's highways, the manager is demonstrating an understanding that the company has a responsibility to all stakeholders, including the community.

A manager is planning a lunch meeting to review new product designs with employees and orders enough food so that employees can take extra food home. The manager is very appreciative of the employees who work long hours and gave up spending time with their families and friends to make the company successful. How is the manager's emotional intelligence contributing to corporate social responsibility?

- Acknowledging the employees' commitment *This manager appreciates the sacrifices employees make for the success of the company and is ordering enough food so that the employees can take the extra food home. This demonstrates appreciation for employees and displays empathy and understanding for how hard the employees work.

A manager would like to become a successful communicator, including the ability to recognize nonverbal cues during conversation. Which component of the emotional intelligence framework will address this goal?

- Becoming an attentive listener *An attentive listener will notice both the verbal message and the nonverbal cues being used. Both will convey information to the attentive listener and improve communication.

Which statement accurately describes mindfulness?

- It focuses attention on an activity without judging its value. *Research has proven that mindfulness helps an individual focus on an activity with acceptance.

Which one of the five C's describes the communication style that has certain patterns over time?

- Consistency *Communication consistency is the regular use of patterns over a certain period of time.

An irate customer approaches the customer service counter at a store and complains loudly about a missing part in a product. The associate understands that the customer is upset and purposefully does not respond in anger or let emotions take over. The associate speaks with the manager to process a refund. Which part of the emotional intelligence (EI) process is being used by this associate to resolve the situation?

- Engaging and detaching from an emotional state with the customer *The associate did not respond angrily back to the customer and spoke with the manager to process the refund.

Successful negotiators tend to:

- Enrich more people than just themselves because they know it is only through helping others that they can help themselves. *The strongest negotiations are "win-win" negotiations where all parties have the opportunity to gain something from the outcome of the negotiation.

A manager was preparing for an important sales negotiation and would like to demonstrate the company's emphasis on emotional intelligence (EI) in the workplace. Which action accomplishes this goal?

- Knowing the goal of the communication *Successful emotionally intelligent negotiators are well prepared and sometimes give some concessions in order to achieve a larger goal.

A manager wants to develop a deeper connection with key people in the company and show complete conversational engagement. Which action must the individual take to meet this goal?

- Listen to the individual with empathy to signal that the message is understood. *The individual must listen with empathy to show engagement.

During a discussion about a new product, an employee responds to a question posed to the group, but the answer is unrelated to the question. Which part of the communication process did the employee fail to complete?

- Listening * Listening is a part of the communication process and did not occur in this situation.

Which form of communication is effective when trying to expedite the process associated with solving a problem?

- Phone calls *Although it may be easier to write an email, a phone call is going to expedite solving a problem. Also a phone call provides an avenue for the give-and-take that is needed to reach a consensus.

What are the drivers for companies to be more socially responsible?

- Pressure from consumers, stakeholders, investors, supply chain, and employees particularly with younger workers just starting their careers.

What does S.T.O.P. stand for?

- S = Stop for a moment. Do not react. Reflect. - T = Take a breath. Inhale & exhale fully. Track your breath, sensing the chest rising & falling - O = Observe. Notice what is happening in your body. Observe your thoughts and/or story you are telling yourself. Think: My thoughts are not facts. identify your emotions. - P = Proceed. Move forward in a way that is consistent with your values.

Employee A is looking at Employee B and providing appropriate verbal and nonverbal reactions while the two are speaking face-to-face. Which quality of emotional intelligence (EI) is Employee A using to interact with Employee B?

- Self-awareness * Self-awareness is a competency of emotional intelligence, and it enables the correct verbal and nonverbal reactions during the communication process.

An employee wants to fully understand the information associated with a new manufacturing process. How can this employee effectively communicate with a coworker familiar with the process?

- Take turns communicating to fully share information * Listen well, seek mutual understanding, and welcome sharing of information fully. Communication is a two-way street. One person talks while the other listens, and then they switch roles.

What is an example of empathy?

- The ability to understand and share the feelings of another person by experiencing the situation as someone else would experience it. Empathy focuses more on the other person's feelings and experience in that situation instead of focusing on self. -Understanding someone else's experience by observing their emotional response to a situation *

What is mindfulness?

- The capacity to focus your awareness so that you become fully present. Being mindful means you are aware of this very moment and what is happening inside you (thoughts, emotions, sensations) and what is happening in the external world. Mindfulness means that you accept the conditions of the moment without labeling or judging.

What is the benefit of having a support partner when putting together an emotional intelligence (EI) development plan?

- The individual can provide objective feedback to help the person with the EI plan meet sought EI goals. *A good way to stay on track when executing an EI development plan is to identify and use a trusted support partner. This individual should provide objective feedback to help attain the desired goals.

A manager is preparing for a meeting and is considering all the issues that could arise during the meeting. The manager decides to focus on the purpose of the meeting, puts aside any concerns about issues, and redirects to prioritize the expected positive outcomes of the meeting. How is the manager working to achieve the benefits of emotional intelligence (EI)?

-Self-regulation *This manager is consciously redirecting thoughts about the meeting's issues to the purpose and expected positive outcomes of the meeting.

An employee is participating in an annual evaluation and reflects on the previous year's experiences. Focusing on the meeting, the employee recognizes that the process is fair and expects a professional evaluation. Which aspect of emotional intelligence (EI) is the employee experiencing?

-Trusting that the process will produce fair outcomes *Trust is an important element in mindfulness. This employee reflects on previous experiences and trusts that the evaluation will result in good outcomes.

What qualities has Jon Kabat-Zin has identified that support and strengthen mindfulness?

1. Acceptance 2. Nonjudging 3. nonstriving 4. Letting go/letting be 5. Patience 6. Trust 7. Beginner's mind (seeing with fresh eyes) 8. Gratitude 9. Generosity

Research scientists Peter Salovey and John Mayer describe emotional intelligence as "a form of social intelligence that involves the ability to monitor one's own and others' feelings and emotions, to discriminate among them, and to use this information to guide one's thinking and action" (Salovey & Mayer, 1990). It is helpful to think of emotional intelligence as being composed of four domains. What are the domains?

1. Self- Awareness 2. Self- Management 3. Social Awareness 4. Relationship Management

What is self-management?

1.Emotional self-control 2.Transparency 3.Adaptability 4.Achievement 5.Initiative 6.Optimism - Emotional self-control is a core component of emotional maturity; the ability to control your feelings and express them appropriately is a fundamental aspect of self-management. -Achievement orientation refers to how goal-oriented you are and your ability to work toward your goals. -Adaptability refers to how resilient you are and your ability and willingness to change course when necessary. -Positive outlook is a term that connotes your view of the world. Do you hope for the best and prepare for success?

What is social Awareness?

1.Empathy 2.Organizational Awareness 3. Service Orientation -Empathy is the ability to form connections with others while understanding and acknowledging their emotions and points of view. -Organizational awareness denotes the ability to effectively articulate your own perspective and sense whether your message is getting across and making an impact.

What is congruence?

- A consistency or harmony between two or more things. *Ensure your message is aligned with your thoughts and feelings. Do not underestimate your receiver's ability to pick up that something is amiss. If you are not congruent, you will give a mixed message at a minimum; a worse scenario is that you will come across as insincere or holding something back. Descriptive: When relaying an incident, focus on the facts: what happened, how did it affect you, and how did you react? Avoid using any sort of evaluative or judgmental language.

What is microfinancing?

- A term used to describe financial services, such as loans, offered to individuals and small businesses that may not otherwise have access to these types of banking and financial options.

An employee is having a hard time with changes at work and does not believe many of them should be occurring. The employee is getting angry often and knows it is related to the situation. Which emotional intelligence (EI) domain is related to this employee's problem?

- Adaptability *Adaptability is an individual's level of grit and the ability to shift directions when need be.

Which competency reflects the self-management domain of emotional intelligence (EI)?

- Emotional self-awareness x -Inspirational leadership Conflict management empathy

The fourth and final transition meeting is hosted with the current owner, the new owner, and all team members. The goal of that meeting is to allow the new owner to provide feedback and changes before the transition plan is implemented. This meeting requires the team to make modifications to their plan. During the final meeting, the new owner listens to the team and recalls what it is like to go through a change of ownership as a team member working for another person.

- Adaptability *Being adaptable means that team members are willing to be flexible in decision-making and performing tasks for the good of the group to achieve the group's goal. In this scenario, the team has developed a transition plan and the new owner is providing changes to be made to the plan before the transition. This requires adaptability.

The manager of a large manufacturing company has been offered money by a vendor to buy supplies from them. The manufacturing company has no stated policy that forbids employees from accepting gifts or money from vendors, so the manager's personal ethics must influence this decision. Which stage of the postconventional morality level is represented by this manager's situation, according to Kohlberg's theory of moral development?

- Behavior driven by internal moral principles *The manager's personal ethics influences this decision as there is no company policy.

Jane regularly goes out to lunch with her coworkers Susan, Rochelle, Carol, and Bethany. One day, while having lunch, Jane bursts into tears and tells her coworkers that she has not attended any of her son's games because her boss wanted her to work those days. Carol shouts, "Why didn't you call in sick?" Bethany grabs Jane's hands and says, "I see that this is very upsetting for you." Susan also grabs Jane's hands and says, "I understand how you feel, I missed my daughter's dance recital last week!" Rochelle nods in agreement and says, "Yes, it's not fair . . . you should file a grievance!" Which person empathizes with Jane's situation?

- Bethany *Bethany is empathetic toward Jane's situation because Bethany acknowledges Jane's feelings about missing her son's game. Specifically, she only offers a listening ear, not unsolicited advice. Empathy means the ability to understand and share the feelings of another person. Empathy focuses more on the other person's feelings and experience in that situation rather than focusing on self.

A team leader wishes to have a highly functioning team. The leader knows that the most effective teams are emotionally intelligent ones. How can the team benefit from becoming more emotionally intelligent?

- Builds trust, group identity, and group efficacy *An emotionally intelligent team will generate trust and a stronger sense of identity. These types of teams are more efficient and effective. In this scenario, the team will be high-achieving because of its group identity.

Which one of the five C's describes the communication that is accompanied by more than one gesture, including facial expressions?

- Clusters *Clusters are multiple gestures used to convey nonverbal communication, which can include facial, body, and other means of expressions that are not conveyed using formal word choices in a setting.

A company creates a workshop for employees to experience emotional intelligence (EI) training prior to working on a project. The goal of the workshop is to increase the level of team-based engagement. What benefit of EI will the workshop provide for this project?

- Collaboration *Teams that have EI experience higher levels of collaboration or team-based engagement. This will be a benefit of the workshop.

The third meeting is designed and implemented by the team members to allow the group to develop a plan for how each member of the group will play a valuable role in that transition.

- Engagement *Engagement occurs when team members have a shared identity, trust each other, and participate fully in achieving the shared purpose of the group. In this scenario, the team will create a plan for how each member will play a role in that transition, which means that each team member will be engaged in the process.

A supply clerk is experiencing extreme frustration and anxiety, and it is impacting the clerk's job performance. What is the first step that the clerk's manager needs to take to address this issue?

- Meet with the clerk and listen to the employee's concern *The first step should be to encourage the employee to share and the manager to listen.

A company owner reads that citizens across the globe are concerned about the environmental impact of businesses. The owner develops ideas for saving company resources, preventing environmental waste, and developing new recycling programs to reduce the company's environmental impact. After discussing ideas with the company's investors and learning of their interest in supporting environmental initiatives, the owner decides to set aside three paid weeks per year for employees to volunteer for environmental projects such as planting community gardens and volunteering to pick up recyclable products from residents. At the semiannual shareholders' meeting, the owner is advised to eliminate the company's plastics product line to reduce waste and decrease costs. The owner considers the director of that product line and imagines how the director would like to learn about this situation, how the director will feel, and what job opportunities the director would be suited for once the product line is eliminated. The owner repositions the director to the international sales division in Europe, where the director learns about the expectations for working with customers who speak multiple languages, who have a variety of traditions, and who share trust in different ways. After three years of having the director working in the European sales division, the owner decides to move the director back to the U.S. to begin work on a new product line. Learning of the intended change, the European sales manager contacts the owner to request that the director remain in Europe longer because the director has increased customer satisfaction by 40% over the last three years. The owner delays the director's move back to the U.S. The owner repositions the product director to the international sales division in Europe. The owner learns that the product director is beginning to experience difficulties with the region's customs of putting work before family and is concerned about the director's well-being. However, the owner keeps the director in Europe as requested and hopes that the director will learn to adjust. What is the owner experiencing?

- Conflict * The owner is concerned about the director's reaction to the European culture of putting work before family, but keeps the director in Europe because of the director's significant impact on sales. This represents an ethical conflict between the owner's personal focus on the director's well-being and the business values of profitability.

Which principle of supportive communication is needed to ensure that the delivery of a message is sincere and accurately reflects the communicator's thoughts and feelings?

- Congruence *Being congruent means that the delivery will be well received. The message will accurately reflect the thoughts and feelings of the sender, reducing misunderstanding.

What is conjunctive mean?

- Connecting two or more ideas; providing a smooth transition from one point to the next in verbal discourse. *Do not change topics midstream. Follow the flow of what has been said previously to demonstrate listening and full participation. Make sure everyone involved in the communication has an equal opportunity to contribute to the conversation. Ownership: Take responsibility. You can show this by using "I" statements; avoid projecting your assumptions and beliefs onto the other person or blaming them. Problem orientation: Focus on the problem and what can be done to change a situation. Supportive: Actively listen and remain present in the conversation even when it gets difficult. Maintain eye contact and give indications, such as a head nod, that you are engaged (Study Blue, n.d.).

A company owner reads that citizens across the globe are concerned about the environmental impact of businesses. The owner develops ideas for saving company resources, preventing environmental waste, and developing new recycling programs to reduce the company's environmental impact. After discussing ideas with the company's investors and learning of their interest in supporting environmental initiatives, the owner decides to set aside three paid weeks per year for employees to volunteer for environmental projects such as planting community gardens and volunteering to pick up recyclable products from residents. At the semiannual shareholders' meeting, the owner is advised to eliminate the company's plastics product line to reduce waste and decrease costs. The owner considers the director of that product line and imagines how the director would like to learn about this situation, how the director will feel, and what job opportunities the director would be suited for once the product line is eliminated. The owner repositions the director to the international sales division in Europe, where the director learns about the expectations for working with customers who speak multiple languages, who have a variety of traditions, and who share trust in different ways. After three years of having the director working in the European sales division, the owner decides to move the director back to the U.S. to begin work on a new product line. Learning of the intended change, the European sales manager contacts the owner to request that the director remain in Europe longer because the director has increased customer satisfaction by 40% over the last three years. The owner delays the director's move back to the U.S. Which social responsibility factor influenced the owner's decision to keep the director in Europe?

- Consumers *Consumers (customers) are the group of stakeholders that purchase the company's product. In this scenario, the director has increased customer satisfaction by 40% over the last three years. Removing the director at this point might mean a decrease in customer satisfaction and decrease in sales. Keeping the director in Europe represents a customer responsibility.

A sales manager travels from the U.S. to Brazil and discovers a difference in how business is conducted and how relationships affect communication. One of the most significant differences is that business meetings take place over breakfast. Each business person is expected to share tea for an hour, then share a meal together before discussing business. During one meeting, the U.S. manager attempts to provide evidence that the U.S. product will meet the needs of the Brazilian business, and shares how the product will increase that company's profits. The manager from the Brazilian business is concerned about the price of the product with taxes. The U.S. manager explains that the price can be changed in consideration of the taxes. The Brazilian manager agrees to purchase a small quantity of products to test the impact on profits. The U.S. manager receives requests for additional orders from the Brazilian manager and also receives a request to present the product at the Brazilian manager's annual meeting, which is held in the evening. The U.S. manager learns that the company owners, shareholders, and sales representatives will be at the meeting. The U.S. manager decides to tailor the presentation to share how the product can improve profits for the company owners and shareholders, as well as explain how the product can improve sales revenues for sales representatives. At the annual meeting, the U.S. manager begins the presentation by explaining the goal of the product presentation, shares expectations that all group members will hold their questions until the end of the presentation, and explains the importance of the continued partnership. At the close of the presentation, the manager is extremely nervous because none of the attendees have smiled or nodded their heads in agreement. All attendees were very still. The manager focuses on the value of the partnership and diffuses his anxiety by welcoming questions in hopes that the attendees' body language will reveal an engaged positivity. A sales manager travels from the U.S. to Brazil and discovers a difference in how business is conducted and how relationships affect communication. One of the most significant differences is that business meetings take place over breakfast, at which all attendees are expected to enjoy a meal together before discussing business. Which element of communication is demonstrated in this example?

- Context *The context describes the conditions under which the communication is taking place. In this scenario, the manager is participating in business meetings that take place over breakfast. Each attendee is expected to enjoy a meal together before discussing business. This represents the communication context.

What is Corporate Social Responsibility (CSR)?

- Contributions of businesses to the global and local communities with which they interact and the ethical role of the corporation in society. To make a positive impact on the environment and stakeholders. *The aim is to increase long-term profits and shareholder trust through positive public relations and high ethical standards to reduce business and legal risk by taking responsibility for corporate actions.

Which benefit does emotionally intelligent communication provide in business communication?

- Creates a collaborative culture *Emotionally intelligent communication creates a culture and spirit of collaboration.

An employee has been getting behind in work and seems distracted, so the manager stopped by to talk. The manager was going to make it clear that the team needed to put forth more effort. When the conversation started, the manager found out the reason for the lack of productivity was because the employee had recently lost a family member. After learning this, the manager changed their approach and asked how the team could help during this difficult time. Which domain of emotional intelligence is being displayed by this manager?

- Demonstrate the ability to use empathy skills to resolve conflicts. *The employee can acknowledge the internal emotions of the coworker and identifies with the problem. The solution used is one that the colleague would want to have used on them.

A sales manager travels from the U.S. to Brazil and discovers a difference in how business is conducted and how relationships affect communication. One of the most significant differences is that business meetings take place over breakfast. Each business person is expected to share tea for an hour, then share a meal together before discussing business. During one meeting, the U.S. manager attempts to provide evidence that the U.S. product will meet the needs of the Brazilian business, and shares how the product will increase that company's profits. The manager from the Brazilian business is concerned about the price of the product with taxes. The U.S. manager explains that the price can be changed in consideration of the taxes. The Brazilian manager agrees to purchase a small quantity of products to test the impact on profits. The U.S. manager receives requests for additional orders from the Brazilian manager and also receives a request to present the product at the Brazilian manager's annual meeting, which is held in the evening. The U.S. manager learns that the company owners, shareholders, and sales representatives will be at the meeting. The U.S. manager decides to tailor the presentation to share how the product can improve profits for the company owners and shareholders, as well as explain how the product can improve sales revenues for sales representatives. At the annual meeting, the U.S. manager begins the presentation by explaining the goal of the product presentation, shares expectations that all group members will hold their questions until the end of the presentation, and explains the importance of the continued partnership. At the close of the presentation, the manager is extremely nervous because none of the attendees have smiled or nodded their heads in agreement. All attendees were very still. The manager focuses on the value of the partnership and diffuses his anxiety by welcoming questions in hopes that the attendees' body language will reveal an engaged positivity. At the annual meeting, the U.S. manager begins the presentation by explaining the goal of the product presentation, sharing expectations that all group members will hold their questions until the end of the presentation, and explaining the importance of the continued partnership. Which technique is the manager using at the start of this presentation?

- Establishing the purpose *Establishing the purpose of communication creates the goal for the event, expectations for group members, and the specific outcomes desired. The U.S. manager begins the presentation by establishing the purpose of the product presentation, sharing expectations, and explaining the importance of the continued partnership. This represents establishing purpose.

A manager has chosen to use recycled materials in the company's production line. How does this expression of emotional intelligence (EI) contribute to corporate social responsibility (CSR)?

- Generates long-term profits as a result of CSR practices * Sometimes companies need to make socially responsible decisions even if they may lose money in the short run. The choice will gain public trust and can lead to long-term good will among the public. This good will lead to more profits in the long run.

Which competency reflects the relationship management domain of emotional intelligence (EI)?

- Inspirational leadership *Inspirational leadership falls under the relationship management domain, and it includes aspects of mentorship and the ability to assist others to reach their best potential as a citizen.

A manager is planning a meeting and wants to follow best practices. How can the manager meet this goal?

- Invite stakeholders as well as opponents. *While it is obvious that stakeholders should be at a meeting, opponents of ideas being discussed should be present as well. This ensures that opposing voices are heard and all ideas are considered in the decision-making process.

A sales manager travels from the U.S. to Brazil and discovers a difference in how business is conducted and how relationships affect communication. One of the most significant differences is that business meetings take place over breakfast. Each business person is expected to share tea for an hour, then share a meal together before discussing business. During one meeting, the U.S. manager attempts to provide evidence that the U.S. product will meet the needs of the Brazilian business, and shares how the product will increase that company's profits. The manager from the Brazilian business is concerned about the price of the product with taxes. The U.S. manager explains that the price can be changed in consideration of the taxes. The Brazilian manager agrees to purchase a small quantity of products to test the impact on profits. The U.S. manager receives requests for additional orders from the Brazilian manager and also receives a request to present the product at the Brazilian manager's annual meeting, which is held in the evening. The U.S. manager learns that the company owners, shareholders, and sales representatives will be at the meeting. The U.S. manager decides to tailor the presentation to share how the product can improve profits for the company owners and shareholders, as well as explain how the product can improve sales revenues for sales representatives. At the annual meeting, the U.S. manager begins the presentation by explaining the goal of the product presentation, shares expectations that all group members will hold their questions until the end of the presentation, and explains the importance of the continued partnership. At the close of the presentation, the manager is extremely nervous because none of the attendees have smiled or nodded their heads in agreement. All attendees were very still. The manager focuses on the value of the partnership and diffuses his anxiety by welcoming questions in hopes that the attendees' body language will reveal an engaged positivity. The U.S. manager receives requests for additional orders from the Brazilian manager and also receives a request to present the product at the Brazilian manager's annual meeting. The U.S. manager learns that the company owners, shareholders, and sales representatives will be at the meeting. The U.S. manager decides to meet with a member of each group prior to the presentation to listen and understand what each group member would like to know about how the product will help achieve that person's goals and objectives. Why is the U.S. manager's emotional intelligence important for this annual meeting?

- It empathizes with stakeholders. *Empathizing with stakeholders means that an individual is working to understand the perspectives of stakeholders. This U.S. manager is empathizing with the Brazilian stakeholders by setting meetings with each individual to understand what is most important about the product to the Brazilian company owners, shareholders, and sales representatives before designing the presentation for the annual meeting.

What does a successful negotiators understand?

- Know in advance what they want and are prepared to lose a battle to win the war. *A successful negotiator understands what they are willing to negotiate and what they are not willing to negotiate. When they take the time to reflect on this ahead of time, they can be set up for a more successful negotiation.

A sales manager travels from the U.S. to Brazil and discovers a difference in how business is conducted and how relationships affect communication. One of the most significant differences is that business meetings take place over breakfast. Each business person is expected to share tea for an hour, then share a meal together before discussing business. During one meeting, the U.S. manager attempts to provide evidence that the U.S. product will meet the needs of the Brazilian business, and shares how the product will increase that company's profits. The manager from the Brazilian business is concerned about the price of the product with taxes. The U.S. manager explains that the price can be changed in consideration of the taxes. The Brazilian manager agrees to purchase a small quantity of products to test the impact on profits. The U.S. manager receives requests for additional orders from the Brazilian manager and also receives a request to present the product at the Brazilian manager's annual meeting, which is held in the evening. The U.S. manager learns that the company owners, shareholders, and sales representatives will be at the meeting. The U.S. manager decides to tailor the presentation to share how the product can improve profits for the company owners and shareholders, as well as explain how the product can improve sales revenues for sales representatives. At the annual meeting, the U.S. manager begins the presentation by explaining the goal of the product presentation, shares expectations that all group members will hold their questions until the end of the presentation, and explains the importance of the continued partnership. At the close of the presentation, the manager is extremely nervous because none of the attendees have smiled or nodded their heads in agreement. All attendees were very still. The manager focuses on the value of the partnership and diffuses his anxiety by welcoming questions in hopes that the attendees' body language will reveal an engaged positivity. At the close of the presentation, the manager is extremely nervous because none of the attendees have smiled or nodded their heads in agreement; in fact, all attendees were very still. The manager focuses on the value of the partnership and diffuses his anxiety by welcoming questions in hopes that the attendees' body language will reveal an engaged positivity. Which technique is the manager using after the presentation?

- Managing emotions *Managing emotions is important to ensure all group members feel able to share their ideas and perspectives. In this scenario, the manager is working to manage emotions by diffusing his anxiety through welcoming questions in hopes that the attendees' body language will reveal an engaged positivity.

An employee focuses full attention on the current moment or activity and accepts what is taking place in the workplace without passing judgment. Which practice is being used by this employee?

- Mindfulness *Mindfulness refers to focusing your full attention on the current moment or activity and accepting what is occurring without judgment.

Which behavior is seen during the pre-conventional morality stage according to psychologist Lawrence Kohlberg?

- Obedient behavior that is motivated by punishment avoidance *In this type of behavior, an individual behaves morally to avoid being punished.

Which ability illustrates the use of sympathy?

- Offering advice about someone else's experience by using one's emotional response to a similar situation * Sympathy is an emotion of pity or sorrow that a person experiences. It is different from empathy because the focus is on self rather than connecting to the other's experience in that situation. Typically, sympathizers make the mistake of trying to fix the issue or offering unsolicited advice.

A professional is working with a new potential client who has mentioned receiving poor customer service after previous sales. The professional wants to establish trust by conveying that a relationship with their company will follow a different and positive pattern. Which principle of supportive communication is needed to convey this message?

- Ownership * Ownership shows that a person takes responsibility for the message and what it represents. Ownership establishes trust.

What is an example of empathy?

- Perceiving and acknowledging another person's feelings *Empathy involves listening to what another person shares and acknowledging that person's feelings.

An individual is confident in understanding their own emotions but is still learning how best to interact with coworkers to persuade them to a personal point of view. Which emotional intelligence (EI) skill assists with reaching this goal?

- Perceiving how others feel *This individual should work on perceiving the emotions and feelings of others so emotions and feelings can be communicated in a better way.

A company owner reads that citizens across the globe are concerned about the environmental impact of businesses. The owner develops ideas for saving company resources, preventing environmental waste, and developing new recycling programs to reduce the company's environmental impact. After discussing ideas with the company's investors and learning of their interest in supporting environmental initiatives, the owner decides to set aside three paid weeks per year for employees to volunteer for environmental projects such as planting community gardens and volunteering to pick up recyclable products from residents. At the semiannual shareholders' meeting, the owner is advised to eliminate the company's plastics product line to reduce waste and decrease costs. The owner considers the director of that product line and imagines how the director would like to learn about this situation, how the director will feel, and what job opportunities the director would be suited for once the product line is eliminated. The owner repositions the director to the international sales division in Europe, where the director learns about the expectations for working with customers who speak multiple languages, who have a variety of traditions, and who share trust in different ways. After three years of having the director working in the European sales division, the owner decides to move the director back to the U.S. to begin work on a new product line. Learning of the intended change, the European sales manager contacts the owner to request that the director remain in Europe longer because the director has increased customer satisfaction by 40% over the last three years. The owner delays the director's move back to the U.S. At the semiannual shareholders' meeting, the owner is advised to eliminate the company's plastics product line to reduce environmental waste and decrease supplier costs. The owner considers the director of that product line and imagines how the director will feel about this change. The owner chooses to eliminate the plastics product line. Which component is the focus of this owner's empathy?

- Product director *Empathy means that an individual considers how another feels and thinks before considering profits or one's own values. It is centered on considering another's experiences and feelings. This manager considers the director of the product line and imagines how the director would like to learn about this situation; this represents empathy by considering others.

What is a best practice when writing a professional email to a client?

- Proofread the email for clarity of the message. *Ensuring your communications are error free and easy to perceive ensures smooth, efficient business communications.

An employee has developed a deep sense of social responsibility reflecting her emotional intelligence. This has led the employee to take socially conscious actions that will benefit future generations. Which action is a natural follow-up to this belief system?

- Reducing the use of plastic in the office and the cafeteria *Actions like reducing the use of plastic in the office can have a positive impact on the environment. Thus, this is a socially responsible action that focuses on the ethical role of the corporation and individual in society.

Which action should an employee take to develop emotional intelligence (EI)?

- Reflect on how different situations affect emotions and performance *In order to truly grasp the concept of EI, you must be able to understand how you are affected by different situations from both an emotional and performance-based standpoint. Without doing so, you will not be able to control your emotions and, inevitably, emotions will end up controlling you.

Which quality of mindfulness is being demonstrated by the owner's recollection during the final meeting?

- Reflection *Reflection is a quality of mindfulness that means an individual does not react and instead just remains in the present moment. In this scenario, the new owner is recalling what it was like to go through a change of ownership as a team member working for another person. This represents reflection.

A restaurant owner is selling the business and works with all team members to manage the transition smoothly. The new owner plans to retain all employees and also plans to open an additional restaurant with the same menu. The current owner holds a series of meetings to work through the transition with managers and employees. In the first meeting, the current owner shares the planned change in ownership, addresses the concerns of each and every team member, and focuses on engaging managers and employees in decision-making related to the additional store. Which domain of emotional intelligence (EI) did the owner demonstrate during the first meeting?

- Relationship management *In this scenario, the current restaurant owner is focused on managing relationships with each team member to ensure a smooth transition. This is demonstrated by the owner's desire to address all team members' concerns, a hallmark of relationship management.

A company initiates a recycling campaign on its campus. After watching an employee toss recyclable materials into the trash, a manager speaks with the employee and explains that everyone must do their part to reduce the impact of waste on the environment. The manager then expresses appreciation for the employee's contribution to a clean and sustainable campus. Which domain of emotional intelligence (EI) is the manager using?

- Relationship management *focuses on building and maintaining relationships to create positive influence. This includes inspiring the employee to do what is best for the company by choosing to recycle materials and reduce the impact of waste on the environment.

A plant manager sent an email on July 15 to request a meeting with employee A. Below is the response received from that employee: TO: Manager <[email protected]> FROM: Employee A <[email protected]> SUBJECT: RE: Meeting & RSVP Request DATE: August 1, 3:17 p.m. Dear Manager, Please accept this email as an RSVP for the meeting. I will be there tomorrow. Sincerely, Employee A Which principle of email etiquette is violated in this communication?

- Responding in a timely manner *This principle refers to an expectation of timely replies to work email communications. The original message was sent on July 15, and the response was not made until August 1. Too much time has passed to respond to the meeting request.

Which form of emotional intelligence (EI) deals with the ability to sense how emotions change over the course of a day?

- Self-awareness *Self-awareness deals with the ability to know who you are and understand your feelings. By understanding how emotions change, you will be able to understand how to react to different situations.

A manager is reviewing this list of questions: Are you able to adapt to a change in circumstances or people? How goal-oriented are you? How optimistic are you? Which component of emotional intelligence is addressed by this list?

- Self-management *Self-management focuses on emotional self-control, achievement orientation, resiliency, and positive outlook. Collectively, the list of questions addresses self-management.

During a weekly sales meeting with a set agenda, one of the top salespeople starts to excitedly comment about a better approach for sales pitches. The method suggested does not reflect the current company standards and is not a topic on the agenda. Which course of action should be taken in response to these comments?

- Set aside the topic for discussion at a later time *The attendees are prepared for the topics on the agenda. Setting time aside to revisit the comments will allow those involved to have time to prepare. In addition, changing the agenda suddenly may not be possible in the meeting.

A company owner reads that citizens across the globe are concerned about the environmental impact of businesses. The owner develops ideas for saving company resources, preventing environmental waste, and developing new recycling programs to reduce the company's environmental impact. After discussing ideas with the company's investors and learning of their interest in supporting environmental initiatives, the owner decides to set aside three paid weeks per year for employees to volunteer for environmental projects such as planting community gardens and volunteering to pick up recyclable products from residents. At the semiannual shareholders' meeting, the owner is advised to eliminate the company's plastics product line to reduce waste and decrease costs. The owner considers the director of that product line and imagines how the director would like to learn about this situation, how the director will feel, and what job opportunities the director would be suited for once the product line is eliminated. The owner repositions the director to the international sales division in Europe, where the director learns about the expectations for working with customers who speak multiple languages, who have a variety of traditions, and who share trust in different ways. After three years of having the director working in the European sales division, the owner decides to move the director back to the U.S. to begin work on a new product line. Learning of the intended change, the European sales manager contacts the owner to request that the director remain in Europe longer because the director has increased customer satisfaction by 40% over the last three years. The owner delays the director's move back to the U.S. After discussing ideas with the company's investors and learning of their interest in supporting environmental initiatives, the owner considers the significant role of the investors in the success of the business. The owner chooses to acknowledge the importance of the investors' ideas and decides to set aside three paid weeks per year for employees to volunteer for environmental projects such as planting community gardens and volunteering to pick up recyclable products from residents. Which group of stakeholders was the owner considering in making this decision?

- Shareholders *Beliefs about shareholders indicate that corporate social responsibility should be influenced by shareholders' perspectives. In this scenario, the owner has learned that the company's investors are interested in supporting environmental initiatives and decides to set aside three paid weeks for employees to volunteer for environmental projects; this represents responsibility to shareholders.

The second meeting begins with the current owner conveying how important each team member is to the business and expressing how each team member provides unique skills and abilities in creating the best customer experience possible. Which domain of emotional intelligence (EI) did the owner demonstrate during the second meeting?

- Social awareness *In this scenario, the second meeting is designed to convey how important each team member is to the current owner and how each team member provides unique skills and abilities in providing the best customer experience; this represents social awareness.

A manager is using the following two questions to conduct a self-assessment: Do I easily show empathy and understanding at my workplace? How would I rate my ability to explain myself to my coworkers? Which component of emotional intelligence is being addressed by this list?

- Social awareness *Social awareness deals with one's sensitivity to and ability to relate to others.

A company owner reads that citizens across the globe are concerned about the environmental impact of businesses. The owner develops ideas for saving company resources, preventing environmental waste, and developing new recycling programs to reduce the company's environmental impact. After discussing ideas with the company's investors and learning of their interest in supporting environmental initiatives, the owner decides to set aside three paid weeks per year for employees to volunteer for environmental projects such as planting community gardens and volunteering to pick up recyclable products from residents. At the semiannual shareholders' meeting, the owner is advised to eliminate the company's plastics product line to reduce waste and decrease costs. The owner considers the director of that product line and imagines how the director would like to learn about this situation, how the director will feel, and what job opportunities the director would be suited for once the product line is eliminated. The owner repositions the director to the international sales division in Europe, where the director learns about the expectations for working with customers who speak multiple languages, who have a variety of traditions, and who share trust in different ways. After three years of having the director working in the European sales division, the owner decides to move the director back to the U.S. to begin work on a new product line. Learning of the intended change, the European sales manager contacts the owner to request that the director remain in Europe longer because the director has increased customer satisfaction by 40% over the last three years. The owner delays the director's move back to the U.S. A company owner reads that people worldwide are concerned about the environmental impact of businesses. The owner develops ideas for saving company resources, preventing environmental waste, and developing new recycling programs to reduce the company's environmental impact. Which group of shareholders is influencing this decision?

- Society *Beliefs about society indicate that corporate social responsibility should be influenced by society's perspectives. In this scenario, the owner's sense of corporate social responsibility is being influenced by the fact that citizens across the globe are concerned about the environmental impact of businesses; this indicates responsibility to society.

A manager is overseeing a new product launch team. Before beginning, the manager wishes to develop emotional intelligence (EI) skills, especially the ability to use self-regulation as a technique. What is a benefit of taking this step?

- The manager would be able to step out of reactive mode to a more mindful response. *Self-regulation can help an individual understand triggers that cause a person to react rather than give a more mindful response.

What is business ethics?

- The policies and practices that are condoned by a business, for example, corporate governance, confidentiality, and social responsibility.

What is acculturation?

- The process by which individuals adapt by assimilating the values, norms, and customs of the prevailing culture.

What is enculturation?

- The process by which individuals learn the norms and expectations of a group with which they are affiliated.

Which benefit results from having a team leader with a high degree of emotional intelligence (EI)?

- There is a greater team collaboration *A leader who has a high level of emotional intelligence can help the team to be more collaborative.

Which recommendation should be followed when putting together an emotional intelligence (EI) development plan?

- Undertake only a few EI goals at a time. *Because EI development is an ongoing process and is iterative, one should focus on a few goals at a time.

A sales manager travels from the U.S. to Brazil and discovers a difference in how business is conducted and how relationships affect communication. One of the most significant differences is that business meetings take place over breakfast. Each business person is expected to share tea for an hour, then share a meal together before discussing business. During one meeting, the U.S. manager attempts to provide evidence that the U.S. product will meet the needs of the Brazilian business, and shares how the product will increase that company's profits. The manager from the Brazilian business is concerned about the price of the product with taxes. The U.S. manager explains that the price can be changed in consideration of the taxes. The Brazilian manager agrees to purchase a small quantity of products to test the impact on profits. The U.S. manager receives requests for additional orders from the Brazilian manager and also receives a request to present the product at the Brazilian manager's annual meeting, which is held in the evening. The U.S. manager learns that the company owners, shareholders, and sales representatives will be at the meeting. The U.S. manager decides to tailor the presentation to share how the product can improve profits for the company owners and shareholders, as well as explain how the product can improve sales revenues for sales representatives. At the annual meeting, the U.S. manager begins the presentation by explaining the goal of the product presentation, shares expectations that all group members will hold their questions until the end of the presentation, and explains the importance of the continued partnership. At the close of the presentation, the manager is extremely nervous because none of the attendees have smiled or nodded their heads in agreement. All attendees were very still. The manager focuses on the value of the partnership and diffuses his anxiety by welcoming questions in hopes that the attendees' body language will reveal an engaged positivity. During one meeting, the U.S. manager attempts to provide evidence that the U.S. product will meet the needs of the Brazilian business and shares how the product will increase that company's profits. The manager from the Brazilian business is concerned about the price of the product with taxes, and the U.S. manager explains that the price can be changed in consideration of the taxes. The Brazilian manager agrees to purchase a small quantity of products to test the impact on profits. How does this interaction reflect emotionally intelligent business communication?

- Use of negotiation *Negotiation involves decision-making that works to achieve a decision that is good for all parties involved, even if all parties do not receive everything they want from the decision. In this scenario, the U.S. manager is negotiating with the Brazilian manager to secure a purchase agreement and decides to change the price in consideration of taxes. This represents negotiation.

An individual is with a colleague who is experiencing a very difficult time and wants to discuss the problem. The individual would like to respond using a high level of emotional intelligence. Which action should this individual take to meet this goal?

-Listen to the colleague *When a person is experiencing a difficult time, the best course of action is to listen and let the person share what he is comfortable sharing. This will be the best way to demonstrate emotional intelligence.

What is Relationship Management?

1. Developing others 2. Inspirational leadership 3.Chage catalyst 4. Influence 5. Conflict management 6. Teamwork & Collaboration -Inspirational leadership should be a familiar term; it connotes good mentorship, admirable modeling, and your ability to bring out great qualities in others. -Influence is a term that involves articulating points in persuasive, clear ways that effectively motivate others. Conflict management is the practice of skills that improve relationships while settling disputes, differences of opinion, and misunderstandings. -Coach and mentor is a single term for two processes that help others build their skills and knowledge. -Teamwork and collaboration is a single term that denotes your ability to work with others in an effective manner.